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About DemandBridge

DemandBridge develops specialized software for organizations in marketing, print, and supply chain sectors, helping them manage intricate operational processes with greater clarity and efficiency. Its platform is built to improve visibility, streamline workflows, and make everyday operations easier in industries where dependable performance matters.

With customers throughout North America, the company operates in an environment where product reliability and responsive support are closely tied to client outcomes. DemandBridge is part of Fluent Software Group, a Valsoft Corporation operating group focused on acquiring and running software businesses that serve niche markets.

Role Overview: Support Manager

DemandBridge is looking for an experienced Support Manager to guide a distributed customer support function in a SaaS setting that is both complex and evolving. The right candidate will be a steady, process-driven leader who can create structure, improve accountability, and build confidence within a long-standing team. This position will also help reduce delays in ticket handling and strengthen the working relationship between Support and Engineering.

Location: Remote across Canada or the USA

Compensation: The estimated annual salary is USD 75,000 to 90,000, with a target bonus of 10%. Final pay will depend on experience, skills, and location.

Key Responsibilities

Lead, coach, and support a distributed customer support team located across North America and the Philippines.
Create clearer processes for triage, follow-up, and issue resolution to improve response speed and ticket handling.
Act as the main escalation contact for complex customer cases and support-related concerns.
Spot workflow bottlenecks and put better support processes in place.
Work closely with R&D and Engineering to improve bug backlog handling and escalation timing.
Develop better visibility into support performance through reporting, documentation, and process tracking.
Contribute to a better customer experience across multiple products and support channels.
Help introduce and adopt AI-enabled support tools and operational workflows.

Candidate Profile

Background managing customer support or other customer-facing teams in a technology or SaaS environment.
Leadership style that can build trust with experienced team members.
Practical experience with Jira for ticket tracking, escalations, and operational monitoring.
Comfort working with client escalations and acting as a senior contact for unresolved issues.
Well-organized, patient, and driven to improve team performance and operational efficiency.

Preferred Experience

Exposure to B2B SaaS, enterprise software, or legacy software environments.
Familiarity with ERP, procurement, print, or marketing supply chain software domains.
Experience with AI-based support systems or automation efforts.

Why Join DemandBridge

Take on a high-impact role with direct influence on customer experience and operational change.
Work in a collaborative setting alongside Support, Engineering, and executive leadership.
Help build lasting operational improvements inside a growing organization.

Additional Information

During parts of the interview process, the company may use AI-powered tools such as transcription and automated note-taking to support a consistent and thorough candidate experience. Candidates who need accommodation can request it at any point in the hiring process.

Fluent Software Group states that it is committed to diverse, equitable, and inclusive hiring. Candidates from all backgrounds, identities, and experiences are encouraged to apply, and qualified applicants will be considered regardless of race, gender, age, disability, religion, sexual orientation, or other protected characteristics.

Support Manager